InTraffic taps into automation to support 540% increase in volume.

InTraffic is simplifying the way vehicles are moved around Australia. Managing Director Matthew Borg founded InTraffic to provide businesses and consumers with an easier solution for moving their vehicles across state lines. He also wanted to simplify the costly and time-consuming vehicle registration process.

“We are one of the only vehicle logistics companies in Australia to offer an end-to-end service, inclusive of registration,” said Borg.

Salesforce and several apps from the AppExchange have helped InTraffic achieve its goals and increase revenue by 740% over three years.

InTraffic started out managing customer information in spreadsheets. However, the business expanded quickly, and by its fifth month in operation, it had become difficult to track customers and vehicles.

Realising the need for a better solution, Borg contacted Salesforce straight away. He had used the small business CRM in a previous role and knew it would be a good fit. He also had the experience and knowledge to get started quickly.

Relying on Trailhead and skills gained from an Administration Essentials course, Borg implemented Salesforce in just one week. The initial implementation included simple automations.

“I was excited about what Salesforce could do for the business and spent those first few days and nights customising it for our needs and creating automations,” said Borg. “Now, our whole business runs on Salesforce; it automates workflow and communication with customers.”

It all starts with Sales Cloud which provides a complete view of every customer and opportunity, including real-time visibility into the movement of vehicles. Sales Cloud together with Conga Composer and Conga Sign from the AppExchange also digitise contract management and registration.

These efficiencies have helped InTraffic’s head office team handle a 540% increase in monthly volumes with just a few additional staff.

"It wouldn't be possible for us to manage the number of vehicles we have without Salesforce. We would either need four times more employees or risk losing customers," said Borg.

Monthly volumes have increased 540%, supported by automation and just a few additional staff

For InTraffic to manage ongoing growth, it needed to increase automation and free teams up from repetitive tasks like invoicing. Salesforce Flow and MuleSoft have helped it do just that.

MuleSoft facilitates integration between Salesforce and Xero, enabling the automatic creation of invoices as soon as jobs are marked complete in Salesforce. This has eliminated up to one hour a day spent manually generating invoices and freed up employees to focus on higher-value activities.

Borg shared that employees now meet monthly to identify new opportunities to automate workflow and build on these productivity gains.

“The team is super engaged in identifying how we can use CRM to make things simple and easy and, with Salesforce, we can quickly create these solutions,” said Borg. “The next opportunity for us is to layer AI on top of these automations to increase our efficiency and scale.”

Automated invoicing saves one hour each day, freeing employees up for high-value tasks

InTraffic has enhanced the customer experience with a self-service portal. Built on Experience Cloud, the portal integrates with applications like RedBook to power a new quotation tool. Customers can simply enter details about their vehicle and where it’s moving and can obtain their own quote within 60 seconds as opposed to the 15 minutes it took previously.

Introduced to brokers first, the portal has already helped InTraffic double the number of quotations issued each month—from 500 to 1,000. The business is now enhancing the portal based on user feedback before making it available to all its customers.

The portal and accompanying app will also make it easy for customers to track vehicles in real-time. This will give customers the ultimate peace of mind, especially consumers moving rare and expensive vehicles.

"There’s so much more to Salesforce for us to explore, but enhancing and expanding our community portal is the current focus. That will help us reach our end goal of providing customers with complete ease and transparency,” said Borg.